This is a common scenario, especially when using Stripe Checkout with external payment links.

What’s happening is that authentication and billing are handled by two separate systems:

• Thenty ties access strictly to the email used to create the member account

• Stripe Checkout allows customers to enter or autofill a different email at payment time

If those emails don’t match, Stripe still processes the payment successfully, but Thenty has no way to automatically associate that purchase with the existing user — which is why access isn’t granted.

From a platform perspective, this isn’t a bug, but rather a limitation of Stripe Checkout when using payment links. Stripe treats email as editable, even for subscriptions and trials.

Best-practice solutions we recommend:

• Use Stripe Checkout sessions initiated after login (so the email is prefilled and locked)

• Clearly message users to use the same email for signup and payment

• Avoid standalone payment links for logged-in users if access control is required

• Alternatively, manually reconcile mismatched emails in Stripe → Customer records

This is Stripe behavior rather than Thenty setup. We’re actively exploring ways to reduce this friction, but at the moment the safest approach is enforcing a single email across authentication + checkout.